2507 Company-wide implementation of the ITIL

Abstract

NTT Data develops and maintains systems that constitute essential social infrastructures. Since such important systems require us to prevent system breakdowns and to make quick recovery from system failure, we have defined a standard operation and maintenance procedure that incorporates the ITIL (IT Infrastructure Library) framework, which sets a "model process" for operation and maintenance tasks. In this paper, we describe our company-wide implementation of the standard procedure and explain issues and lessons learned at the implementation.